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News : PFRDA Takes Call Centre Route to Push Pension Scheme

#contactcenterworldNew Delhi, India, Jan 12, 2016 -- The pension fund regulator PFRDA has decided to rope in services of a call centre to promote pension scheme and attract new subscribers.

Currently, PFRDA is running a National Pension System information desk to provide details about NPS and its benefits.

The Pension Fund Regulatory and Development Authority (PFRDA) intends to "further extend" the operation of its existing information desk as a subscriber awareness and education initiative for old age income security.

"The idea of having a centralised information desk on NPS is not just about establishing a toll-free information desk for citizens. PFRDA envisages that such a facility will also help in generating new subscribers for NPS...," it said while inviting bids from call centre operators to offer the services.

The desk, the request for proposal said, should have capabilities to support multiple Indian languages. Initially, language support will be required for only Hindi and English.

"The NPS information desk is envisaged to be accessible to residents and other stakeholders through toll-free numbers owned by PFRDA," the document said. The facility would be able through three channels -- voice call, SMS, and e-mail.To begin with, the proposed service would be operational for eight hours a day (9.30 am to 5.30 pm), 7 days a week (including Sundays) throughout the year, which "may be scaled up" to a 24x7 support at a future date depending on volume and/or other parameters.

Responding to citizen queries on NPS would be the primary responsibility of the information desk.

PFRDA is mandated to promote old-age income security and has been entrusted with the responsibility to regulate, promote and ensure orderly growth of NPS and other pension schemes not regulated under any other enactment.